AI AGENTS FOR YOUR CONTACT CENTER

Add AI agents. Keep your contact center.

NiCE Cognigy plugs into the CCaaS, CRM and case management systems you already run, on-premises or in the cloud. No rip-and-replace.

ORCHESTRATION

Design AI around your business goals, not your tech stack

Generali runs contact centers in-house and outsourced, on-premises and in the cloud, with different levels of AI maturity in each market. It started with why customers call, not with the technology. With NiCE Cognigy, it automates simple, high-volume requests and tests agentic AI end to end on the complex ones.

Generali: One AI approach across every market and contact center

Start with industry AI agents

Pre-trained AI agents with industry skills and common service processes.

Orchestrate any LLM

Combine models from Amazon Bedrock, OpenAI, Anthropic, Google or your own, with no lock-in.

Assist human agents

Agent Copilot gives live agents real-time help on every channel.

Ground answers in your knowledge

Knowledge AI delivers accurate, personalized answers from your enterprise content.

Explore AI orchestration

Proven in production

99.5%

faster response times

37%+

NPS increase

70%

Reduction in AHT

MULTIMODAL

One journey across chat, messaging and voice

Customers move between channels without repeating themselves. CRM records update as they go, and content formats itself for each channel.

Explore multimodal CX

Answer every call at once

Speak 100+ languages

Deploy on any CCaaS

INTEGRATIONS

Works wherever your contact center runs

The NiCE Cognigy AI agent platform is technology and ecosystem agnostic, with no vendor lock-in.

Choose what you need

Plug NiCE Cognigy into your existing agent desktop or use Live Agent, with your own LLM, NLU, STT and TTS providers.

Integrate and elevate systems

Connect backend systems with 100+ out-of-the-box integrations and automate requests end to end.

Native voice connectivity

NiCE Cognigy Voice Gateway connects to your telephony and CPaaS infrastructure out of the box.

Explore integrations

Frequently asked questions

What are call center integrations?

Call center integrations connect a call center platform to other business systems, such as CRM, helpdesk, workforce management and analytics tools. AI agents are now one of the most important of these integrations.

How is AI used in contact centers?

AI automates and improves customer service. AI agents work 24/7 across voice and chat and understand intent and sentiment. They also support human agents with tools such as Agent Copilot.

What are the three C's of contact centers?

Customer experience, communication and consistency: the three principles behind good customer service.

What is the difference between a CRM and a contact center?

A CRM system manages, tracks and analyzes customer data across the customer lifecycle. A contact center handles real-time customer interactions across channels. Integrating the two gives agents, human or AI, the context to resolve issues faster.

AI agents on the stacks enterprises already run

Ready to bring AI agents to your contact center?

See NiCE Cognigy working with the systems you already run.